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Executive Interview : 16 Tips For Using Business Processes To Improve Customer Service

The marriage between improving customer service through business processes can be a complicated one. ContactCenterWorld.com asked its members: If you had to give just 1 tip regarding business processes in relation to improving customer service, what would your tip be?

"Improve and be more diligent in the quality of new hires a business has. Take more time, and screen them better to have a higher quality employee."

- Mike Gilpatrick, Owner, MSG Management Consulting, United States

"Keep it simple. Know what the end game is -- help the customer out of a pickle and get them on their merry way in the quickest and friendliest way possible. All groups within an organization should be aligned and view their departmental objectives as facilitators to this ultimate goal."

"EMPATHY: allow the agents the leeway to make a human connection with the customers, I know I appreciate a kind word when I'm having a problem with an account. We don't know what people are going through in their lives, kindness goes a long way."

"Active listening is the key. Instead on focusing on what you can sell to your clients, think about what your client would really need in order to keep doing business with you. It’s about being proactive, asking the right questions making sure that the customer is getting everything he or she can from your company without imposing."